Service Delivery Specialist | FSGG

I . DUTIES AND RESPONSIBILITIES

• Involved in the creation Service Level Agreements

• Facilitates periodic evaluation and negotiation of SLA’s.

• Translates customer requirements into working instructions for Service Delivery.

• Mitigating and solving escalations with urgency and determination

• Provide regular update to customers for on-going activities such as Incident/Problem resolution, service request, activities related to Change Request, etc.

• Provide detailed reports related to service delivery performance

• Building and maintaining client relationships.

• Ensuring that quality services are delivered with regard to the agreed SLA.

• Manages delivery and lifecycle of services for business strategy development

• Identify and analyze issues based on feedback

II. QUALIFICATIONS

A. Minimum Education

• Graduate of any four- or five-year collegiate course preferably in the field of Information and Communication Technology

B. Minimum Experience/Training

• At least 2 years of experience of being technical support engineer is preferred

• At least 2 years customer facing service delivery management or project management experience is preferred

• Work related experience performing ICT Project Management and/or Service Management is preferred

• Preferably ITIL certified

C. Competency

• Basic ICT Knowledge covering network and information security an advantage